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Granicus India · 9 hours ago

Escalations Specialist

United States

Full-time

Remote

Senior Level

5+ years exp

Granicus is a company focused on transforming the Govtech industry by connecting governments and their constituents. The Escalations Specialist is responsible for managing complex customer issues, ensuring timely resolutions, and maintaining high levels of customer satisfaction.

Computer Software

Responsibilities

Own and manage customer escalations from identification through resolution

Serve as a point of escalation for high-impact and executive-level issues

Analyze issues to determine root cause and identify appropriate resolution paths

Coordinate cross-functional teams (Technical Support, Engineering, Product, Sales, Operations) to drive resolution

Ensure escalations are handled in accordance with SLAs, policies, and procedures

Assess risk, urgency, and business impact to prioritize escalations appropriately

Provide clear, timely, and professional communication to customers and internal stakeholders

Participate in incident bridges or war rooms for critical customer situations

Escalate internally when needed and provide executive-level summaries and status updates

Document escalation details, actions taken, and outcomes in case management systems

Qualification

Incident managementEscalation managementCustomer satisfaction metricsPMP certificationITIL certificationAnalytical skillsTechnical support experienceTicketing systemsStakeholder managementCommunication skillsNegotiation skillsProblem-solving skills

Required

Bachelor's degree in Information Technology, Engineering, Business, or a related field (or equivalent experience)

5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment

Experience managing high-severity customer issues and escalations

Strong knowledge of incident, problem, and escalation management processes

Excellent communication, negotiation, and stakeholder management skills

Ability to remain calm, organized, and decisive under pressure

Experience working with SLAs, KPIs, and customer satisfaction metrics

Strong analytical and problem-solving skills

PMP, PRINCE2, Agile/Scrum, or similar certification

ITIL certification or similar service management certification

Experience supporting enterprise or strategic customers

Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Salesforce)

People leadership or matrix leadership experience